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Inbound Call Center Archives
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Dec28
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Mar14
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I had my first exposure to a call center in 1987. The firm I was working for was doing outbound calling to complete surveys for political and commercial clients. I started my call center in 1992. During that time, we became...
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Jan11
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Whoo-Hoo! We finally have a new masthead up on CallCenterScript by our talented Graphic Designer, Nicole Hansen. This masthead actually has some history to it. The agent pictured was an actual agent that worked in my call center. When we...
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Sep 9
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Brad Cleveland, CEO of ICMIWhen I first started my call center back in 92, I knew very little about the specifics of what it took to run an inbound call center. One of the philosophies I have tried to follow...
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Sep 3
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ICMI - Call Center GlossaryJust like any industry, the call center industry has plenty of acronyms and unique phrases. What does CTI, DNIS, ANI, or T1 mean? To an outsider trying to work with the industry, it can be difficult...
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